Frequently Asked Questions - Customer Success Managers and what I need to know about Equinix Customer Support

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What is a Customer Success Managers (CSM)? And what can I expect from my CSM?

As a customer of Equinix, you will have an assigned Customer Success Manager to help you access the IBX®, guide you on how to place orders, ship your equipment to the IBX, and answer any related questions that may arise. Your Customer Success Manager will confirm order details, review IBX policies, and be your post-sales point of contact.

What is the Equinix Customer Portal (ECP) and will I be provided user instruction?

The Equinix Customer Portal is a web portal enabling all customers to conduct business. The portal provides four key functions:

User Management

Services

Operations

Support instruction

User and Administrator Training for the ECP is available on the Download section of this Resource Center.

When will I have access to the Equinix Customer Portal?

On the day of integration, you will receive two emails, one with your username and one with your pin number. These will enable you to register access to the ECP.

When will I receive my login details for the Equinix Customer Portal?

As soon as integration is complete, you will receive two emails with your registration details.

What is an IBX?

IBX® stands for International Business Exchange, this is Equinix’s terminology for our global data centers.

Accessing the IBX for the first time?

If this is your first visit to the IBX, your company’s administrator should open a work visit ticket or a Security Access/Proxy ticket 24 hours in advance via the Equinix Customer Portal (ECP) https://portal.equinix.com.

How will I know who my CSM will be?

Before integration, you will be contacted by Equinix Customer Care to provide you with further information regarding your CSM and how to contact them. Alternatively, once integration is complete and you have established access to the Equinix Customer Portal, you can go to the Support tab and click on My Equinix Contacts to find out who your CSM is.

What are Equinix’s Policies and Procedures?

Equinix Policies and Procedures may be found on the Equinix.com site HERE

How is site access managed for visitors?

A work visit ticket or a site tour ticket needs to be created for all visitors by your administrator in the Equinix Customer Portal. Unannounced visitors will not be allowed entry to site. For further information on accessing your IBX, please refer to the Accessing your IBX section in this Resource Centre. We will notify you by email when this will be available.

What do I do if I want to schedule a delivery to the IBX®?

All inbound and outbound shipments must be scheduled 24 hours in advance using the Equinix Customer Portal. Please ensure you identify any over-sized shipments (cabinets, large crates) in your Shipping Receipt. If you require support to unload cargo and deliver to your cage, you will be invoiced accordingly as a Smart Hands ™ service.

If a shipment is received without a ticket being opened, you will receive a notification to open a ticket within 24 hours. You will not be able to collect the shipment until a ticket has been opened.

Your IBX will store shipments for a maximum of 5 business days. After this time, the shipment will be returned to the sender at the customer’s expense.

Customers may use the main freight entrance during normal business hours.

What is the correct address format for a Shipment?

What if my shipment is Out-of-Hours?

Standard business hours for deliveries are Monday to Friday 7.30am to 4.30pm. Deliveries during non-standard business hours may be accepted but require 24 hours’ notice. Please make sure the Equinix Service Desk are aware of this when scheduling your shipment.

The Loading Dock operates during business hours only. Shipments can be delivered outside of business hours, but they will require an after-hours shipment handling ticket which will require site level approval and additional charges may apply.

Patch Panel Reference:

Your site reference explained

How can I order a Cross Connect?

Cross Connects are run from demarcation panel to demarcation panel via the Meet Me Room (MMR). If you require a connection to be extended to your equipment, you will need to open a Smart Hands ticket and a site technician will extend it for you.

When requesting a Cross Connect, you would be considered the A-side, and you will receive the invoice for it. The Z-side of the Cross Connect is the customer you have requested to connect to.

The turnaround time for Cross Connects is usually 24 hours provided the Intra Facility Cabling (IFC) to the MMR is already installed and as long as there is no issue with demarcation information or the LOA (Letter of Authority) provided by the carrier (there are times when the ports are occupied and this will take a little longer).

A Cross Connect ticket can be opened via the ECP which is the preferred method, or it can be opened via the ESD. The following information is required for all Cross Connect orders:

A-side termination point (cage/ cabinet/ patch panel/ ports)

Z-side termination point (cage/ cabinet/ patch panel/ ports)

Technical Contact details

Connection type and media type

Carrier Circuit ID (if connecting to a carrier)

How will these changes impact my business with Equinix outside of Spain or Portugal?

These changes only apply to former Itconic and Cloudmas services, and will have no impact on the way you do business and the services you receive from us outside of Spain and Portugal.

About Us

Equinix connects the world's leading businesses to their customers, employees and partners inside the world's most connected data centers in 52 markets across five continents. In Hong Kong, Equinix's office is in the International Commerce Centre, 1 Austin Road West, Kowloon, Hong Kong. Equinix's Hong Kong data centers are located in the Tsuen Wan and Tseung Kwan O districts.